Intranets in Retail: Case Study - WaterstonesSuzie RobinsonHead of Internal and Customer Communication

Why this subject?

Assumptions

Good communication

Some examples

What we’ve learnt

Some points to take away

A little bit about Waterstones

What I’m going to cover…

A LITTLE ABOUT WATERSTONES

2,493 employees in 280 shops and field based

303 employees in Head Office

Our Comms Team…

How we’re doing…

Visited; 72

Didn't Visit; 18

Contributed; 60

Didn't

Con-trib-ute; 40

Different teams, different priorities

Consistency

IT infrastructure

Remote workers

The challenges we face…

Engagement

SOME EXAMPLES…(BUT MOSTLY THE HOMEPAGE)

Comms Team: Part 2

The Update

Current Activities

Book News and Headlines

Our Biggest Books (August)

News Flashes

Buttons and Discussion Boards

Other homepages

Stocktake

WHAT WE’VE LEARNT…

We’re being brave!

Use your homepage – make it work hard so your users don’t have to

Listen to your users

Work with the challenges you face to overcome them

Do what’s right for your intranet, even if it breaks common best practices

A few things to take away